Credentialing 2020
Who is Meeting Emergent Provider Needs During COVID-19?

Verge Health’s Remote Credentialing Capabilities Outpace the Market

Verge Health, Modio, ASM MD-Staff Consistently Meet or Exceed Expectations for Emergency Credentialing

symplr Cactus and VerityStream Echo Fail to Deliver the Expected Value

Over half of symplr Cactus customers report nickel-and-diming and feel the vendor lags in driving tangible outcomes. symplr’s à la carte sales approach results in customers not buying all they need to be successful (e.g., customers who don’t purchase the module for electronically filling out documents must use email, printing, and faxing). Fees associated with both provider-requested system tweaks and vendor-driven changes make the latest functionality cost-prohibitive, limiting the outcomes customers achieve. Customers say the system drives outcomes in the form of automated processes, but they don’t report measurable efficiency gains or other benefits. Furthermore, those on the newer web version say they have not received the training to fully leverage it. IntelliSoft, acquired by symplr in 2019, generally meets customer expectations and has a high degree of customer loyalty thanks to consistency in keeping promises. Nickel-and-diming and less hands-on guidance from the vendor hurt overall value and hinder notable outcomes.

VerityStream offers three platforms: Echo and MSOW (both legacy platforms, though they will continue to be supported) and the new CredentialStream platform (too early to measure). MSOW users report nickel-and-diming more frequently than any other measured customer base. Unexpected costs are associated with things customers feel should be included, like training and time spent on implementation. Additionally, a poor fee structure can lead to unexpected charges. Respondents note that if organizations are specific and aggressive during contracting, they can get the fee structure to a better state. Because of the cost, some customers are not taking full advantage of available functionality, thus hurting outcomes. MSOW’s reports are seen as useful and on pace with the market, adding value; respondents note that reports require a lot of knowledge to build.

Verge Health and Modio Seen as Strong Go-Forward Partners

While COVID-19 highlighted the need for credentialing vendors to offer good support, provider organizations need a strong vendor partner long term as that partnership directly impacts perceived outcomes. All interviewed Verge Health customers say they see their vendor as a partner. Respondents say Verge continually updates their solution capabilities to meet organizations’ evolving needs. They also proactively anticipate client needs (both at the industry level and the individual customer level) and are highly communicative. Modio is also seen as a strong partner, largely due to perceived flexibility; customers say the vendor is open to new ideas and creative approaches to meeting needs during the pandemic. Respondents also feel Modio has their back, even saying it feels like the vendor’s people are part of the organization team. Based on limited data, Silversheet’s smaller customer base has allowed them to focus on meeting individual customers’ unique needs. Clients feel they could improve with additional, proactive communication. VerityStream (Echo or MSOW), ASM MD-Staff, and symplr Cactus customers would like more proactive support and strategic guidance from their vendor to help them be more successful with credentialing. Clients of Silversheet (mostly ambulatory, acquired by AMN Healthcare in 2019) report the vendor is responsive and communicative, going to work immediately after a customer communicates a need. Some respondents would like the system to be better suited to emergent situations, which would allow Silversheet to be a stronger partner in times of crisis.

Almost All Vendors Provide Strong Telehealth Credentialing That Meets Customers’ Needs

While telehealth credentialing is a critical capability during COVID-19, almost any vendor can deliver a positive experience with telehealth credentialing. ASM MD-Staff, Modio, Silversheet (limited data), Verge, and VerityStream Echo all consistently meet or exceed client expectations in this area. Respondents cite quick turnaround times and effective management of credentialing by proxy. Customers of IntelliSoft, acquired by symplr in 2019, say tools for telehealth credentialing meet their needs, though they don’t exceed expectations.

Respondents using VerityStream MSOW or symplr Cactus are most likely to report challenges with telehealth credentialing. These concerns are not tied to telehealth specifically, but rather mirror customers’ general concerns. VerityStream MSOW clients have a similar experience with telehealth as they do with standard credentialing, with cost challenges and a lack of hands-on guidance limiting satisfaction. symplr Cactus clients feel the credentialing process is not as effective as they need because of poor system usability, complicated workflows, and lack of strategic guidance from symplr. Some customers say the solution might be better suited to telehealth credentialing than they are aware of, but because of nickel-and-diming practices, they are not using all available functionality.